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Once a customer places an order, TikTok Shop’s system sends a notification to Seller Center or the TikTok Shop Seller App.
Sellers must:
- Check product inventory.
- If available → click “Confirm Order”.
- If out of stock → cancel the order (provide a reason) to avoid policy violations.

Order confirmation time:
Typically within 24 to 72 hours, depending on the product category.

Late confirmation may result in:
• Automatic order cancellation.
• A decrease in your store’s performance rating.
• Lower product visibility.

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Sellers need to:
- Pack carefully:
• Use carton boxes, bubble wrap, air cushions, or protective packaging.
• Ensure the package is neat and secure to prevent damage during shipping.
- Attach Shipping Label:
• Include recipient’s name and address, order ID, and destination code (if applicable).
• QR code or Barcode provided by TikTok (print from Seller Center).
• Do not attach unrelated ads or materials requesting positive reviews.

After packing → Update order status to “Ready to Ship.”

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TikTok Shop supports two delivery methods:

1.       1. TikTok Logistics (TikTok-Managed Delivery) – Recommended

• TikTok automatically assigns a shipping carrier such as:
J&T Express, Giao Hàng Tiết Kiệm (GHTK), GHN, BEST Express, Viettel Post, etc.
• Sellers only need to:
- Print the shipping label.
- Pack the order.
- Schedule a pickup via Seller Center or drop off at the designated post office.
The carrier will collect the order within 24–48 hours.
• Advantage: Tracking is automatic within TikTok Shop.

1.       2. Self-Delivery by Seller

• Sellers can:
- Ship orders via external carriers.
- Manually enter the tracking number into the TikTok system.
• Often used by shops with preferred shipping partners or in areas not covered by TikTok Logistics.

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After handing over the order:
• Sellers must:
- Monitor shipping status on TikTok Seller Center or via the app.
- Key tracking statuses include:
• Picked Up
• In Transit
• Delivered Successfully
• If the order is delayed, lost, or damaged:
- Sellers can file a claim through Seller Center.
- For TikTok Logistics orders, TikTok will help handle disputes.

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Once delivery is successful:
• TikTok holds payment for a few days to protect customers.
• Typically, funds will be released to the seller’s TikTok Shop wallet within 1–3 days.
• Sellers can then withdraw funds to their bank account.

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a) Initiating a Return or Refund Request

Open the TikTok app → Go to Profile → Tap Your Orders.

Select the order you wish to return or request a refund for, tap "Request return or refund", and choose a reason (e.g., damaged item, not as described, wrong size, changed mind, etc.).

You may need to upload supporting photo evidence if the product is defective.

b) Timeframe and Return Conditions

You may request a return within 30 days of receiving the product.
After 30 days, you can try contacting the seller directly or apply under the Buyer Protection Program, but resolution is not guaranteed.

Once your request is approved, you have 14 days to return the item using the pre-paid shipping label or QR code provided by TikTok.

c) Returning and Shipping the Item

Use the TikTok-provided shipping label (usually free if the issue is seller-related or product-related; if returning due to a change of mind, shipping costs are paid by the buyer).

Ship the product back within 5–7 days after the request is approved.

d) Seller Inspection

The seller will review the returned item to ensure it meets return conditions (unused, original condition, complete with all accessories).

Sellers are required to respond to the return request within 48 hours.

e) Processing the Refund

Once the returned product is approved, the refund will be processed within 3–7 business days and returned to your original payment method or TikTok Balance.

There are several types of refunds:

Full refund – if the product is defective or incorrect

Partial refund – if the product is missing parts or slightly damaged

Returnless refund – for low-cost or non-resellable items, the customer may be refunded without returning the product

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You can cancel your order before it is shipped (when the status is still “To Ship”) by:

1.   Opening Your Orders → Selecting the order → Tapping Cancel Order and choosing a reason.

2.   After cancellation, you will either receive an instant refund or the money will be refunded after the seller confirms the cancellation.

If the order has already been shipped, cancellation is not possible. In that case, wait for delivery and initiate a return request instead.

The process includes five key steps

The process includes five key steps:

Step

Description

Step 1

Customer requests a return via the "My Orders" section on TikTok

Step 2

Seller reviews the request and examines any attached photos/videos

Step 3

Customer ships the item back to the seller’s warehouse address

Step 4

Seller inspects the returned item to ensure it's eligible for a refund

Step 5

Refund is issued to the customer's TikTok wallet or linked payment account

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🕒 Time limit: Customers must submit a return request within 7 days after receiving the product.

📷 Proof required: Customers must upload photo/video evidence to justify the claim.

🚚 Shipping cost:

If the seller is at fault, the seller pays for return shipping.

If it’s the buyer’s fault, the buyer covers shipping costs.

💵 Refund method:

TikTok Wallet

Linked bank account

ShopeePay or other payment channels

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Customers can easily track their orders via in-app or email notifications. Common order statuses include:

Pending Confirmation: Order placed, waiting for seller confirmation.

Confirmed: Seller is preparing the package.

Awaiting Pickup: Carrier is coming to collect the order.

In Transit: Order is on the way; tracking number available.

Delivered: Order successfully delivered.

Canceled: Order was canceled by the seller or customer.

Returning/Refunded: Order is being returned or refunded.

Customers can view all order statuses in the "My Orders" section of the app.

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Customers discover products through:

TikTok videos

Live streams

TikTok Shop search bar

Goal: Engage users through video and lead them directly to the product link.

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Once interested, customers:

Select size, color, quantity

Tap "Buy Now" or "Add to Cart"

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Before payment, users:

Review selected items

Apply coupons/vouchers

Confirm shipping address

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TikTok Shop offers multiple payment options:

COD (Cash on Delivery)

E-wallets (Momo, ZaloPay)

Debit/Credit Cards

Tip: Mobile payments are integrated seamlessly to reduce cart abandonment.

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Once paid, the order goes through:

Warehouse processing

Packaging

Shipment via 3PL partners (e.g., J&T, GHN)

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When customers receive the package, they:

Confirm receipt

Leave a rating/review

Upload photos or comments

Result: Builds social proof and trust.

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Main process:

-       New order notifications will appear on the Seller Center, via email, or through push notifications in the app.

-       Go to the “Orders” → “Arrange Shipment” section, check product details, quantity, and inventory status. If everything is correct, click "Confirm Order" to proceed to the packaging step.

-       Orders can be processed individually or in bulk (e.g., print labels, create shipping batches).

-       Important timing: Orders must be confirmed within 2–5 days. If delayed, the system will automatically cancel them, which negatively affects financial performance and seller account status.

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Reviewing & processing payments:

-       Customers may pay in advance via credit/debit cards, e-wallets, or COD (Cash on Delivery). The system will record an authorization and process the order once the payment is validated.

-       TikTok supports multiple payment methods, including COD, Momo, and ZaloPay.

-       After successful delivery (order status: “Delivered”), the seller will receive payment directly to the registered bank account (TikTok does not use PayPal).

-       For refunds related to promotions or vouchers, TikTok will cover the costs, and the details will be displayed under “Finances → Statements” in the Seller Center.

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a. What is TikTok Shop?
TikTok Shop is an e-commerce solution fully integrated into the TikTok platform, allowing businesses to upload products, manage orders, and handle payments and shipping directly within the app.

The rise of Shoppertainment—a blend of shopping and entertainment—empowers small and medium-sized businesses to drive engagement through interactive content. A prime example is the hashtag #TikTokMadeMeBuyIt, which has over 10 billion views, showing TikTok's strong influence on consumer behavior.

TikTok’s advanced recommendation system helps businesses target the right audience, while the in-app shopping cart (available through videos, livestreams, and profiles) allows seamless product discovery and purchase.

b. Launch Timeline
TikTok Shop was first launched in Southeast Asia (Indonesia, Thailand) in 2021. By 2023, it expanded to major Western markets like the U.S. and U.K., marking its global rollout.

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a. Shop Tab
A dedicated tab where users can browse products by category, view daily deals, and receive personalized recommendations based on their behavior.

b. Shoppable Videos
In-feed videos with clickable product links. Tapping a link opens a detailed product view, with options to add to cart or buy instantly via the “Buy now” button.

c. Live Shopping
Brands and creators can showcase products during livestreams, allowing viewers to easily add items to their cart in real-time.